To fulfil a request will vary depending upon exactly
what is being requested.
ITIL SERVICE OPERATION
Benedito, Christian, Kara, Abrahams, Peters, Smith, Nombewu
Purpose
Undertake activities and
processes to manage and
deliver services at the levels
agreed with business users
and customers.
The ongoing management
of the technology that is
used to deliver and support
services
Management Positions
Shift Leader
IT Operations Manager
IT Operation Analysis
IT Operator
Scope:
 Access management is effectively the
ACCESS MANAGEMENT
execution of the policies in information
security.
 AM gives rights to use a service but also
makes sure its available at agreed times.
 AM is a process that is executed by all
technical and application management
functions, usually not separate function.
Objectives:
 Manage access to services based on policies
and actions.
 Efficiently respond to requests for granting
access to services.
 Oversee access to services and ensure rights
being provided are not improperly used.
Regular scrutiny and
improvements to achieve
improved service at
reduces costs
IT OPERATIONS
diagnose and resolve
MANAGEMENT
Maintenance of the
status of day to day
processes and activities
Information Technology Operations Control consists of:
Maintainence
Job
Purformance
Schedueling
Console Backup &
Management Restore
PROBLEM MANAGEMENT
Problem: The unknown cause of one or more incidents
To manage the lifecycle of all
problems from first identification.
Purpose:
Seeks to minimize the adverse
impact of incidents
 Prevent problems and resulting
incidents from happening
Objectives  Eliminate recurring incidents
 Minimize the impact of incidents
that cannot be prevented
Includes the activities required to
diagnose the root cause of incidents.
Scope: Will also maintain information about
problems and the appropriate
workarounds and resolutions
 Maintain user and customer satisfaction
 Source and deliver the components of requested
Note that ultimately it will be up to each organization to Formal request form a user for something to be provided standard services
Technical Objectives
decide and document which service request it will E.g. Password changes, access to printers, PC moves  Assist with general information, complaints or
Help plan, implement and maintain stable technical
Management infrastructure to support business processes
handle through the request fulfilment process comments
Well designed, resilient and cost effective topology Scope  Objectives
Keep infrastructure in optimum condition
Diagnose and resolve technical failures
REQUEST FULFILMENT
Roles
Technical manager/team leader
leadership, control and decision making for the team
providing technical knowledge and leadership
Objectives Scope Value ensuring training, awareness and experience levels PROBLEM
maintained Request fulfilment is thedsd
process responsible for MANAGEMENT
Service Operation covers all managing the lifecycle of all service requests from the
Effective Service Operation performing line management
areas of service processes and reporting to senior management on technical issues as users. PROCESS FLOW
Deliver the service as delivery, including: functions help organizations required
agreed on in the SLA services (internal, external to: Technical analyst/architect
Reduce both the number and customer/user) reduce the impact and Determine evolving needs of users, sponsors, stakeholders
and impact of outages service management frequency of outages Establish system requirements
Controlling access to IT processes (see next slide) Resolution and
provide access to defining and maintaining knowledge about systems dependencies Reactive Problem Management
services Recovery – Cause
technology standard service performing cost benefit analyses
removed and service
developing operational models that will optimize resource utilization and
take place as a result of an incident restored
maximize performance
configuring the infrastructure to deliver consistent and reliable performance deliver report STEP 9 STEP 1
defining all the tasks required to manage the infrastructure Technical Management is treated in ITIL as a "function". help prevent the incident from
It plays an important role in the management of the IT recurring or provide a
Role of Communication in Service Operation infrastructure. workaround if avoidance is impossible
STEP 8
Problem Closure – Detect Problem –
Role:
Pro-active Problem Management Check that all events Reactive or proactive
 All communication must have an intended purpose or a resultant action. Many Technical Management activities are embedded in various ITIL processes - detection (triggers in
are recorded
 Any means of communication can be used as long as stakeholders understand when but not all Technical Management activities. For this reason, at IT Process Maps Notes)
and where communication will take place. Warning: A notification that a pre-defined threshold Informational: signifies something expected and we decided to introduce a Technical Management process as part of the ITIL analyzes incident records to identify
Types of communication: has been reached. Action may or may not be required normal Process Map which contains the Technical Management activities not covered in underlying causes of
has happened, and which does not require any action Raise known error
E.g. 5% hard disk capacity available any other ITIL process. incidents
 Routine operational communication E.g. scheduled backup has completed normally
record – Problem with
analysis of previous incidents reveals
 Between shifts, Projects a trend or pattern that
a documented cause
 Performance reporting and workaround stored
Event Types was not apparent when each incident
in KEDB
 Communication related to change, exception & emergency Technical Management activities embedded in other
occurred
 Training on new or customized processes and service designs processes are shown there, with responsibility assigned to
STEP 10 STEP 2
 Communication of strategy, design, and transition to service operation teams the Technical Analyst role.
Exception: A notification that a service or component is
operating abnormally. Action is usually required STEP 7
Major Problem Review Log Problem – Raise
E.g. a router failing – Reflect on major
record with details of
problems as part of problem
Service Desk Services training for support
Handles incidents, resolving as many as possible, where the resolution is staff or proactive
straightforward problem management
Super user Owns incidents that are escalated to other support groups for resolution
Reports problems to the problem management staff members
Recruited from business to take on some IT responsibilities Workarounds –
Facilitate communication between IT and business
Handles service requests Known-Error Database
Provides information to users Temporary way of
Reinforce user expectations about agreed service levels ALERT overcoming difficulty
Communicates with the business about major incidents, upcoming
Training for users in their area
changes, and so on a notification that a threshold STEP 3
Support for minor incidents  Purpose is to allow storage of previous knowledge
Manages requests for change on the user’s behalf if required has been reached, something
Involved with new releases and roll outs Manage events through their of incidents and problems.
Manages the performance of third-party maintenance providers has changed, or a failure has Any change of state that has
lifecycle EVENT Define &  Known error record should hold exact details.
Monitors incidents and service requests against the targets in the SLA occurred Purpose
 Event management is the basis significance for the management
 Essential that any data put into the database can be
Explain Event STEP 6
Updates the CMS as required a means of acquiring human for operational monitoring and MANAGEMENT of a configuration item (CI) or IT
quickly and accurately recovered.
Gathers availability figures, based on incident data intervention service Categorise Problem –
control  Care should be taken to avoid duplication of
often created and managed by  Events are recognized by Record service/
system management tools records.
notifications through IT service, component affecte
CI or monitoring tool
Propose
Purpose of access management is Detect changes of state for the
to provide the right to be able to Objectives management of a CI and IT service
Objectives:
use a service or group of services. Role: Determine control action for events and Problem Investigation
 Improved customer service, perception and satisfaction
 Logging all relevant incidents ensure these are communicated to the and Diagnosis –
 Increased accessibility through a single point of contact
 Providing first line investigation and diagnosis appropriate functions Configuration Items (CI) Diagnose root cause
 Better quality and faster turnaround
 Resolving incidents at first contact Provide the trigger to execute many Some are included because they
 Improved teamwork and communication Scope
STEP 4
 Escalating incidents that cannot be resolved within service operation processes and operation need to stay in a constant state
 Enhanced focus and proactive approach to service A service desk is a functional unit made up of a agreed timescale management activities Some are included because their
provision
dedicated number of staff responsible for  Keeping users informed of progress Comparing actual operating performance status needs to change frequently
 Reduced negative business impact
dealing with a variety of service activities,  Closing all resolved incidents and behavior against design standards and Environmental conditions
STEP 5
 Better management infrastructure and control
usually made via Telephone calls, web interface  Conducting customers surveys SLAs Software license monitoring
 Improved usage of IT support resources  Provide a basis for service assurance, Prioritize Problem – ID
or automatically reported infrastructure events.  Communicating with users Security
 More meaningful management reporting and improvement  Normal Activity importance of incident
based on impact
and urgency
Organizational Structure/Types of service desks.
Principles and Basic Concepts of Incident Management
Centralised Service Desk
Follow the sun Virtual Service Desk Local Service desk  Priority – To agree and allocate
an appropriate prioritization code
Swift application of Incident Tracking: to an incident, this will determine
 Different time zones Incidents should be tracked throughout their lifecycle to support proper handling and how the incident is handled both
operational skills to  24hour coverage  Use technology and tools  Higher volume of calls reporting on the status of incidents.
to give impression of single  specialised groups of users by support tools and support staff
 
 Open – Incident recognized but not yet assigned to a support resource
any IT failures that low costs service desk. Higher skill levels
 VIP status of users  In Progress – Incident in progress of being investigated  Urgency – Refers to how quickly
occur.
 Resolved – Resolution has been placed for incident but normal state service the business needs a resolution to
operation has not yet been validated an incident
 Closed – User or business has agreed that incident has been resolved
 Impact – Indication of impact is
Major incidents are separate procedures, with shorter timescales and greater urgency.
Definition of what constitutes a major incident must be agreed and ideally mapped onto often the number of users being
App Development vs Management affected
overall incident prioritization scheme.
 A single interface to the business for all stages of th e business lifecycle, common
PRINCIPLES AND BASIC CONCEPTS requirements and specific-setting process
 Problem models Scope:
 Development teams show be held partially accountable for design flaws that create
Incident Management includes
 Incidents vs problems operational outages Incident:
 Reactive and proactive problem any event which disrupts, or
management:  Management staff show be held partially accountable for contribution to the technical An unplanned interruption
could disrupt a service. This
Print & Output architecture and manageability design of applications to an IT service or reduction
 Reactive: process activities are triggered in includes events which are
in the quality of an IT
reaction to an incident that has taken place  A single change management process for both groups service communicated directly by users,
Proactive: process activities are triggered by
 A clear mapping of development and management activities throughout the lifecycle wither through service desk or
activities seeking to improve services Techniques of Incident Management through an interface from event
 Focus on integrating functionality and manageability requirements
 Functional Escalation INCIDENT management to incident
Purpose:
 Management Escalation Purpose of Incident
MANAGEMENT management tools.
Objectives:  Hierarchic Escalation Management is to restore
To support the
Role: normal service operation as
organizations business process.
Custodian of technical knowledge and expertise quickly as possible and
Provides the actual resources to support the service
These objectives are achieved through: Interfaces:
Process activities, methods Applications that are well designed, resilient and cost- minimize the adverse impact Service Design
lifecycle. Providing guidance to IT operations on how to Objectives:
and techniques. effective on a business operations,  Service level management – Input for SLA
carry out the ongoing operational management of Methods of Incident Management  Ensure that standardized methods and
The required functionality is available to achieve the thus ensuring agreed levels  Information security management – Security
applications.The integration of the application
required business outcome
 Incident Identification – Work can only procedures are used
Problem detection management lifecycle. of service quality are related incidents
begin when it is known that an incident had
 Increase visibility and communication
Organization of adequate technical skills
occurred
maintained.  Capacity management – Trigger for performance
of incidents to business and IT support monitoring
 Suspicion or detection of a  Incident Logging – All relevant information  Availability management – Availability of IT
cau7se of one or more incidents Incident Models: staff
of incident must be logged and date/ time
 Enhance business perception of IT services
by the service desk. APPLICATION stamped An incident model is a way of
Service Transition
 Analysis of incident  Incident Categorization – Must be predefining the steps that should through use of professional approach in
 Notification of supplier or
MANAGEMENT  Problem  Service Asset and Configuration Management – ID
Raising a known error record. allocated with an incident categorization be taken to handle a process in resolving and communicating incidents
faulty equipment
controller Known error is defined as a problem Workarounds Problem Logging
Categorization coding so exact type of incident is recorded an agreed way.  Align incident management activities  Change Management – Workaround need a RFC
with a documented root cause and In some cases may be possible to find a  User details  Problems should be  Incident Prioritization – Allocate an  Steps that should be taken to and priorities with those of the Service Operation
Problem prioritization. workaround. categorized same way as Activities of incident
workaround to the incidents.  Service details appropriate prioritization code to handle incident business  Problem Management – Investigate and resolve
 Can system be recovered? Known error record should identify When workaround is found, it is important  Equipment details incidents. determine how the incident is handled management  Chronological order these  Maintain user satisfaction with quality underlying cause
 How much will it cost? the problem record it relates to and that the problem record remain open.  Date/time initially logged  True nature of the  Incident Closure – Service desk to check if of IT services  Access Management – Unauthorized access
document the status of actions being steps should be taken in
 How long will it take to fix the In some cases may be multiple  problem must be easily incident is resolved and that users are attempts
problem? taken to resolve the problem.
Incident description
traced  Responsibilities
workarounds. satisfied
 Precautions to be taken